We were looking for a solution that would allow Wind River to monitor our customer satisfaction levels in real-time and view them in an easy-to-understand manner
San Diego and Alameda, CA (PRWEB) November 15, 2005
BrightPoint Consulting is providing Wind River Systems, Inc. (NASDAQ: WIND), the global leader in Device Software Optimization (DSO), with real-time interactive business intelligence dashboards for monitoring Fortune 50 customer satisfaction levels worldwide.
Wind River’s executives are using BrightPoint’s interactive data visualization dashboards to view real-time reports from customer service departments, monitoring the status of service requests and tracking results of satisfaction surveys across key accounts and regions. Managers are now able to immediately identify and respond to customer requests that need attention, and track Wind River clients who are being under serviced.
For example, customer service problem areas are clearly flagged by color-coded charts and gauges. By clicking on these graphical elements, Wind River executives and managers can drill-down and view exactly where problems lie. They can also view other metrics to pinpoint where the company is meeting or exceeding its goals. Additionally, detailed transaction level visualizations allow managers to find out exactly which client is seeking support and whether a specific request needs to be immediately addressed. These real-time dashboards enable users to recognize an internal employee responsible for servicing a specific client or geographical area.
“We were looking for a solution that would allow Wind River to monitor our customer satisfaction levels in real-time and view them in an easy-to-understand manner,” says Barry Mainz, Wind River’s Vice President of Worldwide Customer Operations. “With the help of BrightPoint Consulting, we are now able to monitor our customer service ratings at all times. Our interactive dashboards provide us with increased visibility to our operational processes. We now have much greater insight into our customer service levels and are able to react to critical issues in a much shorter time frame.”
“Wind River turned to BrightPoint for advice on how to design and build a set of highly interactive dashboards that visualized their mission-critical operational data in meaningful ways,” says Thomas Gonzalez, Managing Director of BrightPoint Consulting, Inc. “Because of our extensive experience in working with these types of technologies, we were able to rapidly define, develop, and deploy a complete dashboard solution that seamlessly integrated with Wind River’s source IT systems; all within a budget and time frame normally associated with much smaller projects.”
Says Tracy Williams, Operations Manager of Wind River Worldwide Customer Operations, “We were very impressed with BrightPoint’s expertise and ability to quickly integrate a set of cutting-edge technologies into a sophisticated solution that provided us a tremendous return on our investment. BrightPoint made it a priority to guarantee that our project was delivered both on budget and on schedule; we couldn’t be more pleased with the results.”
About Wind River
Wind River is the global leader in Device Software Optimization (DSO). Wind River enables companies to develop and run device software faster, better, at a lower cost and more reliably. Wind River platforms are pre-integrated, fully standardized, enterprise-wide development solutions. They reduce effort, cost and risk, and optimize quality and reliability at all phases of the device software development process, from concept to deployed product. Founded in 1981, Wind River is headquartered in Alameda, California, with operations worldwide. To learn more, visit http://www.windriver.com or call 1-800-872-4977.
About BrightPoint Consulting
BrightPoint Consulting, Inc, is a leading technology services firm that delivers corporate dashboard and business intelligence solutions to organizations around the world. BrightPoint Consulting leverages best-of-breed technologies in data visualization, business intelligence and application integration to deliver powerful dashboard and business performance solutions that allow executives and managers to monitor and manage their businesses with precision and agility. For more company information, visit http://www.brightpointinc.com or call 760-634-7657.
To see examples of these next-generation business intelligence dashboards, visit the BrightPoint demo gallery at http://www.brightpointinc.com/demo_gallery.asp.